Customer service

Since the electricity Distribution Network Operators (DNOs) are monopolies they have no natural incentive to have a good standard of customer service – especially in terms of telling customers about interruptions, carrying out new connections and dealing with complaints.

For the current price control  (DPCR5) we introduced a new customer service incentive, the Broad Measure of Customer Satisfaction (BMCS), to drive the network companies to deliver good customer service. It aims to replicate the sorts of measures typically used by consumer-facing businesses in a competitive environment.

The BMCS has three components:

  • Customer Satisfaction Survey
  • Complaints Metric
  • Stakeholder Engagement Incentive

The BMCS incentivises DNOs to satisfy customers, deal with complaints quickly and effectively and engage with stakeholders to inform how they run their business.

Publications and updates

  • Published: 23rd Jun 2017
  • Guidance
  • 0 Associated documents
We have appointed the panel members for the 2016-17 Stakeholder Engagement (and Consumer Vulnerability) Incentive.

  • Published: 28th Oct 2016
  • Decisions
  • 3 Associated documents
This letter sets out our decision on Electricity Distribution Network Operators Stakeholder Engagement and Consumer Vulnerability Incentive for the 2015-16 year.

  • Published: 28th Oct 2016
  • Decisions
  • 2 Associated documents
This letter sets out our decision on the Transmission Operators Stakeholder Engagement Incentive for the 2015-16 year.

  • Published: 7th Jul 2016
  • Agendas, minutes and presentations
  • 0 Associated documents
We have appointed the panel members for the 2015-16 Stakeholder Engagement (and Consumer Vulnerability) Incentive.

  • Published: 1st Apr 2016
  • Decisions
  • 2 Associated documents
Direction issuing the Stakeholder Engagement and Consumer Vulnerability Guidance document for the RIIO-ED1 price control, for all Distribution Network Operators.

  • Published: 2nd Mar 2016
  • Closed: 30th Mar 2016
  • Consultations and responses
  • 9 Associated documents
This is the Notice to all electricity distribution network operators of our proposal to issue the RIIO-ED1 Stakeholder Engagement and Consumer Vulnerability Guidance Document.

  • Published: 21st Jan 2016
  • Open letters and correspondence
  • 11 Associated documents
We are seeking views on the proposed RIIO-ED1 Stakeholder Engagement and Consumer Vulnerability Guidance document.

  • Published: 6th Nov 2015
  • Decisions
  • 1 Associated documents
Our approval to amend one of the initial routing questions in the electricity distribution customer satisfaction survey.

  • Published: 24th Sep 2015
  • Decisions
  • 2 Associated documents
The Stakeholder Engagement Incentive scheme drives network companies to engage effectively with stakeholders. This letter sets out our decision on the Transmission Operators Stakeholder Engagement Incentive for the 2014-15 year.

  • Published: 24th Sep 2015
  • Decisions
  • 2 Associated documents
The Stakeholder Engagement Incentive scheme drives network companies to engage effectively with stakeholders. This letter sets out our decision on the Distribution Network Operator (DNO) Stakeholder Engagement Incentive for the 2014-15 year.

Pages